Higgins Contracting

Hey Julianne, thank you for the review you?ve posted here and on some of our other referral sites. We appreciate your thoughts. We frequently tell people how thankful we are for our customers. In the 8 years we've been in this business full time yours is our first negative review, so the feedback is much appreciated. It was unfortunate for us and for you guys that I was ill this spring and then had a hernia surgery right at the beginning of your master bathroom, making it difficult for Camey to schedule work. At the time there was no way for Camey to comprehend how quickly I might recover and at what might pace I could complete the job once I returned. Again, thank you for your review and candidness. We are sorry your experience with us didn't meet your expectations, but we are happy that you think the work is amazing, are thrilled with the outcome and would like to have given us 5 stars. Below we have posted some lessons we either learned or confirmed during your project. We are looking forward to implementing these lessons learned and improving on the service we provide for our customers. 1. Always give an estimate. We gave estimates for each phase of your project, but when you guys told us you didn't need one for us to start the master bath we should have stopped and written one for both our sakes. Doing so could have prevented confusion and would have made the project run smoother. 2. Define the relationship between the customer / contractor and the contractor / subs. This would have reduced some confusion about the amount you thought you were billed double for. We want very much to keep these lines clear so the subs know who they work for, who will be paying them, who gets invoiced and by whom. This project was a good lesson for us to make better distinctions for the customers and the subs. 3. Have a clearly defined scope of work. We initially started with your hall and laundry remodel. Once we began, new flooring, a new fireplace surround, some painting, a major master bath remodel and several odds and ends were added to the job. We realize that you knew everything you were wanting to do, but we began the hall bath and laundry not knowing those things. Since we already had other customers scheduled immediately after your bath and laundry Camey had to do some creative scheduling to keep things moving. Since doing your remodel we have begun a pre-work meeting with each customer so that both parties are clear on what the scope of work is and how long we will be in their home and how add-on work might impact the schedule. 4. Require all materials provided by homeowner be on site prior to start date to prevent delays. 5. Balance the timely completion of the project with building relationships. While we really enjoy the relationships we build on our jobs (we really do make a lot of great friends along the way), it is best for you as the customer and for us as business owners to remember why we are in your home in the first place and strive to complete projects in a timely manner. As stated previously, we want to improve on the service we provide for our customers. Every job we complete offers us an opportunity to evaluate our work and processes to that end.